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A SUSTAINABLE COMPETENCY-BASED TRAINING SYSTEMJames McphersonTraining CoordinatorUnion Sanitary District

08.13.12

1OBJECTIVESDefine the phrase TrainedUnion Sanitary District OverviewWhat Was The NeedTraining System Training ModulesAssessmentsTrain The Trainer (SME to Trainer/Learning Facilitator)Results and Management Lessons LearnedUSD and the term TrainedBEFORE WE BEGINComplete the following statement:

WHEN I SAY AN EMPLOYEE HAS BEEN TRAINED

I MEAN:

WHO ARE WE?Special District to provide Waste Water TreatmentFounded 1918Service area About 325,00 peopleAbout 800 miles of pipeAverage dry flow 27.5MGDAbout 130 employeesNUNION CITY680880 84NEWARKFREMONTUNION CITYUSD4What Was The Need For A SystemNo Sustainable Training System or Program Exists

Resources AppliedFull Time Technical Training Coordinator

Full Time Plant Operator Trainer

Full time intern for over three years

Support from over twelve operating group SMEs

The Lab (right outside the door)

THE TRAINING SYSTEM 7WHAT IS A TRAINING MODULE?A collection of documents that together, provide a system the District can use to train, qualify/certify, and assess employees in the proper performance of their job

Job Competency Requirement (JCR)Competency Assessment (CA)Standard Answer (SA)Standard Operating Procedures (SOP)Do not cover in this presentation

8Job Competency RequirementThe minimum knowledge and skills that an individual must demonstrate to be considered competent

Three sections300 Section: Tasks (listed in a sequence of accomplishment)200 Section: Systems (mostly Knowledge / some Skills)100 Section: Fundamentals (Knowledge) TASKSWhat do I have to do?KNOWLEDGEWhat do I have to know?JOB COMPETENCY REQUIRMENTS (JCR)9Do You Really Know?Given a task:Who determines when an employee successfully demonstrates the task?What do you base success upon? What was your standard?

At SFPUC, WGLL is determined by __________.What Good Looks Like (prn.Wiggle)- OR -Who Determines WGLL at SFPUCSenior Employee

First Line Supervisor

Subject Matter Expert

STANDARD ANSWERS (SA)USD uses Standard Answers to define WGLL

Steps in Development of Standard Answers:Developed by the Subject Matter Expert (SME)Reviewed by the SME and CoachApproved by the topic area Manager

SA become the measurement of competencyCOMPONENTS OF A SKILL STANDARD ANSWER FOR PAVINGA. What are the steps of this procedure?B. What are the reasons for each step?C. What control/coordination is required?D. What means of communications are used?E. What safety precautions must be observed?F. Satisfactorily perform this task. 300 Task: Conduct Final Roll Over the Patch13COMPONENTS OF A SYSTEM STANDARD ANSWER FOR PAVING200 System: Utility Compactor (Roller)What models/types are available?Where is it located?How does it operate?What maintenance is done to ensure proper operation?What is its capacity?What are the probable indications if this component fails? Normal operating parameter status (ON/OFF/Flow/Amp/Level etc.) 14

PAVINGJCR TASKSPaving StandardAnswer

Standard Operating Procedures

THE TRAINING SYSTEM ASSESSMENT DEVELOPMENTWe base our assessment on the competencies the employee are trained inStandard Answers are the basis of the assessment

Expanding into critical thinking / scenario driven training (If, Then, Else process)

ASSESSMENTAssess whether the employee has the knowledge and skill to complete the task in accordance with the Standard Answer

T - Information was not successfully transferred from Trainer to Employee. (Classroom, On-The-Job (OJT), Computer Based, etc.)M - Was the equipment and/or tools inoperative or defective thus affecting the employees ability to accomplish the task. Was the equipment not to specification? Too old? A new piece of equipment? Was the documentation inadequate or wrong? E - Did the training environment affect the employee accomplishment of the task. Environmental factors include: Time constraints and Temperature/Weather.KSA - Did the employee not have the requisite KSA to accomplish the task.ASSESSMENTAssess whether the employee has the knowledge and skill to complete the task in accordance with the Standard Answer (T, M, E or, KSA)

USING ASSESSMENT DATAASSESSMENTSTeam Balanced Score CardOperational Excellence ScorecardSuccession PlanningLong Term StaffingProvide Data To:Provide Input To:Employee Development PlanEmployee Performance AppraisalGauge Effectiveness Of:InstructionInstructorsKnowledge RetentionTools/Equipment22Handout Page 3.THE TRAINING SYSTEM

ARE YOU MONET?A Subject Matter Expert once said about module development:

this is an art. You cannot just do this. You cannot be assigned to do it out of the blue. It is no different from painting. If you never learned to paint, the outcome probably wont look good.

What Makes An Subject Matter Expert, An Expert Trainer?What is the process at your site when someone is assigned to train a co-worker?The Train The Trainer courseFour ModulesAdult Learning TheoryTraining Module DevelopmentTraining Strategies and TechniquesCompetency AssessmentKnow the definition of trained at the DistrictHow did the District develop the training systemDefine adult learning processesDefine three adult learning stylesKnow the components and structure of a training moduleDevelop a Job Competency Requirement (JCR)Develop Standard AnswersDevelop Standard Operating Procedures (SOP)Understand different techniques in classroom, OJT and blended learningDevelop curriculum for a training moduleDescribe tools used to ensure the transfer of knowledge takes placeKnow what an assessment is and why we use themDevelop an assessment from a Training ModuleAssess an employees performanceCourse of Instruction

Management of the SystemMicrosoft Share PointDevelopment, Review, and Approval

THE TRAINING SYSTEM ResultsOver thirty modules developed to dateTractor Loader Backhoe (Collections)SCADA (Plant Operator)Pump Station Mechanic (Maintenance)Extensive process reviewRetain Expert KnowledgeInstruction and assessments completed in seven modulesEmployee feedback 4.8 on a 5.0 scaleResearching uses in:Professional development plansBeginning discussion with executive team and union

ResultsConstruction and use of a dedicated training center

Excavation

Confined SpaceTV and VactorTraining TrailerManholesPavingSpot RepairBackhoe andSkid Steer LoaderResultsWorkforce Development Tied To Strategic PlanUse of Balanced ScorecardProgress (Modules Developed, Employees Assessed)Performance (Safety, ROI (Cost Vs Benefit))Beginning to use Kirkpatrick Level 3 evaluationsEmployee use of K&S and Coach Observation of PerformanceAwarded Training Magazine Top 125 Global Training Organizations for 2011

Management Lessons LearnedIts going to take you longer than you want

Resources taken away from work

Details, details = Frustration

Its not an event, its a process

Management Lessons LearnedLeadership drives the busOr it dies

Not everyone canDevelop a module

Train fellow employees

Assess fellow employees

Here LiesTRAININGUSD AND THE TERM TRAINEDWhen we say an employee has been trained:

Trained occurs when instruction is given either:on the job (OJT)in the classroomor both accomplished in concert with/or followed by successful demonstration of the acquired knowledge or skillTHANK YOUJames McphersonTraining CoordinatorUnion Sanitary DistrictUnion City, CA

510-477-7547james_mcpherson@unionsanitary.com